Customer Experience Specialist

hace 3 días

Tijuana, Baja California, México Core Covers A tiempo completo

CUSTOMER SUPPORT & RELATIONSHIP MANAGEMENT

  • Handle inbound customer inquiries via phone and email professionally and promptly using Zendesk.
  • Ensure proper categorization and tagging of customer inquiries to maintain accurate records.
  • Assist customers with custom configurations, pricing questions, and policy clarification.
  • Provide proactive follow-ups to manage expectations and reduce confusion throughout the order lifecycle.
  • Serve as a product expert, educating B2B customers on features and custom options to support their end customers.
  • Identify cross-sell and upsell opportunities to enhance product value and average order value.
  • Maintain a high level of professionalism, delivering a personalized buying experience aligned with the Core Covers brand.

ORDER & ISSUE MANAGEMENT

  • Support all interested customers in placing orders by removing barriers in the sales process.
  • Place and amend orders using tools such as Portal, GOF, Order Control, SAP, and Shopify.
  • Manage order-related tasks: check dimensions, approve templates, provide tracking updates and communicate with the production team.
  • Monitor and action the Open Order Report daily and weekly.
  • Research and resolve order-related issues (e.g., lost, damaged, or incorrectly sized items).
  • File third-party claims as needed and escalate critical issues with supporting documentation.
  • Manage warranty and damage claims: assess customer-provided information and determine appropriate resolutions (remake, credit, denial, discount, etc.).

CROSS-FUNCTIONAL

COLLABORATION & CONTINUOUS IMPROVEMENT

  • Communicate internally to share key information and escalate risks to Managers and Directors as appropriate.
  • Collaborate with internal teams to resolve recurring product, process, or channel issues based on customer feedback.
  • Manage order-related tasks: check dimensions, approve templates, provide tracking updates and communicate with the production team.
  • Monitor and action the Open Order Report daily and weekly.
  • Proficiency in English, with excellent verbal and written communication skills
  • Bachelor's degree, college diploma, or equivalent professional experience
  • Proven customer service experience, preferably in a fast-paced or call center environment
  • Passionate about delivering exceptional customer experiences and resolving issues effectively
  • Strong attention to detail and commitment to accuracy
  • Proficient in using customer support platforms, including Zendesk Professional Suite and Shopify
  • Skilled in Microsoft Excel; experience with SAP is a strong asset
  • Excellent computer and phone skills, with the ability to learn new systems quickly
  • Exceptional time management, accountability, and adaptability in a dynamic work environment
  • Team-oriented with strong critical thinking and problem-solving abilities
  • Experience working with luxury or custom products is preferred

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